Meet Cabify!

The high-end cab ordering service

One of the main reasons for us to choose SupportBee was the simple API that we could use to automatically create support tickets. Also, we could add unlimited number of agents without worrying about costs.

Cabify helps users order a cab by indicating their pick up location and final destination. The app presents customers with a fare estimate and information about the nearest driver who will be available for the trip and other details real time. The best part is that customers have the option to pay by their credit cards or paypal. The service operates in 4 countries as of today - Spain, Chile, Mexico and Peru.

Here’s a short interview with Juan, one of the founders of Cabify about their support process and how they use SupportBee.

What is the story behind Cabify?

We started Cabify for 2 reasons. One, it is always a challenge to find decent vehicles and decent drivers in any city and two, we had an opportunity to rethink the industry. We wanted to provide a service where customer is the centre of everything. We committed ourselves to offering a level of customer service that is way beyond the accepted standard.

How do you make sure you offer better service than others?

We are very proactive when it comes to customer service. We have automated it to make sure that we engage with our customers even before they see a need to get in touch with us. For example, if you are using our app to find a taxi but don’t book one, we trigger an email from our system to check with the customer how we can assist her. Or, if a customer rates her experience low, we send a mail from our end to understand how we can better her experience.

This ticket alerts our customer support people and if they can take an action in real time to improve the experience of the customer. We don’t wait for the customer to get in touch with us. We proactively engage with them so that we can do whatever it takes to keep the damage to its minimum if any.

How do you use SupportBee?

We use the SupportBee API to automatically create support tickets when any of the events is triggered. From there it is a very straightforward process of tickets being assigned and replied to.

Why did you choose SupportBee?

We tried a few solutions in the market. One of the main reasons for us to choose SupportBee was that the API made it very easy to implement triggers. Also, we could add unlimited number of agents without worrying about costs.